Having spent 2 days speaking to bt residential to alleviate problems with my BT business broadband, having been asked by BT business support to get them to fix things (as they said I had a line problem despite having dial tone),
I could go no further so went back to BT broadband (as its my broadband that doesnt work) and was treated to this:-
Kirsten: Hi, my name is Kirsten. I am reviewing your question.
Kirsten: Hi Paula
Kirsten: How can I help today?
paula livingstone: bt business broadband is at fault
paula livingstone: dropping and slow
paula livingstone: need engineer site visit
Kirsten: Okie doke. Is it on *********
paula livingstone: yes it is
Kirsten: So that I can help you, can you please confirm the company name, address, post code and security answer -What's your mother's maiden name?
paula livingstone: **********************
Kirsten:
Excellent. Can I take a mobile contact number for you please? My boss likes to text customers after we've sorted your issues out to make sure our service is tip top for you, and I 'd really appreciate any feedback you can give me!
paula livingstone: ****************
Kirsten: Thanks Paula. What model of router are you using?
paula livingstone: business hub 3
Kirsten: Are you wired into it or wirelessly connected?
paula livingstone: both
Kirsten: I can see a case was opened online which says We found a potential fault with your telephone service. This may be affecting your Broadband connection.
Kirsten: Is your phone line with BT business too?
paula livingstone: no it is unused and bt home
Kirsten: Ah okay. You'd need to give BT home a ring on 0800 800 150 and get the phone line fixed. Once the phone line is fixed, the broadband should pick up it's pace and start working properly again.
Kirsten: Before we finish, is there anything else that I can help you with Paula?
paula livingstone: i have spent 2 days talking to them, they will help no further since i have dial tone
Kirsten: They will need to help you as there's a fault on the line. I'd suggest going back to them and if they refuse to help, ask to speak to a saupervisor
Kirsten: Supervisor*
paula livingstone: i have been to every supervisor i can get no more help from them
Kirsten: I'm sorry to hear that. You'll need to persevere as the broadband runs on the phone line and the phone line is faulty.
paula livingstone: the dial tone is fine. voice services work fine. they will not help any further
Kirsten: They should definitely help you. If you had a business phone line, coming up with a business phone line fault, we'd help even if you had a dial tone.
paula livingstone: i have spent 2 days and escalated to the top they will not help me any further
paula livingstone: need site visit
Kirsten: They will be able to arrange that for you.
paula livingstone: they will not arrange it
paula livingstone: voice works fine
paula livingstone: broadband does not
paula livingstone: broadband is business broadband
paula livingstone: need business broadband site visit
Kirsten: I'm really sorry Paula. I don't really know what else to say to you at this point. You've got a faulty phone line. If the phone line was with BT Business, I could sort that out for you, but your phone line is residential. The broadband needs a fully functioning phone line to work so until your phone line fault is fixed, there's nothing we can do on this side of things.
Kirsten: I'd suggest giving the residential guys a ring and asking them to fix it for you.
paula livingstone: they will not help
Kirsten: If I send a broadband engineer out, he'll just say there's a phone line fault (which he won't be trained in) and then he'll leave, and you'll be charged for a wasted visit
paula livingstone: i am now in the situation where i need to spend the next 2 days escalating with bt business just as i have done with bt residential
Kirsten: So the only way forward it to speak to the residential guys
paula livingstone: please escalate
paula livingstone: please send engineer and if i am charged that is fine
Kirsten: Escalating here won't fix anything as we can't do anything in regards to your phone line Paula.
Kirsten: I can't do that as there's no broadband fault, just a phone line fault.
paula livingstone: Kirsten: If I send a broadband engineer out, he'll just say there's a phone line fault (which he won't be trained in) and then he'll leave, and you'll be charged for a wasted visit
paula livingstone: please do this
Kirsten: I can't do this sorry. As we're going round in circles, I will need to end this chat now. If you follow my advice and contact our residential team, they will fix this for you. Thanks for contacting BT LiveChat, it's been a pleasure speaking with you and I hope you have a great weekend 🙂
Kirsten has disconnected.
What is it with these people???
Is there any situation where BT broadband support will actually help when the service is delivered over a residential line??
So I decide to give it one more go
I**bleep**a (Responding) I**bleep**a: Hello. I'm I**bleep**a.Thanks for that information, I'll check it and get back to you in a moment. I**bleep**a: I’m sorry to hear that, I’ll look into this straightaway. I**bleep**a: Can you just confirm a few bits of information so I can look into your account please?• Are you the account holder?
• Your full name?
• Your account number?
paula: yes paula livingstone don't know my account number I**bleep**a: You can give me your phone number. paula: ************* paula: as i said before I**bleep**a: Thanks for that information. I**bleep**a: In the event if we get disconnected from the chat, may I have the number to call you back? (preferable mobile) paula: ************ I**bleep**a: Thank you I**bleep**a: I'll be back in 2 mins. I**bleep**a: Paula do you have broadband service with BT? paula: yes bt business broadband I**bleep**a: "Sorry, I can only help with home accounts. You can get hold of the business live chat team at bt.com/business/contactusOr I can call you and put you through to them?"
paula: i have tried paula: they will not help me paula: as they say there is a problem with the line paula: and since it is a residential line paula: i need to speak to you I**bleep**a: On the phone number you have given me, there is only phone service and no broadband service. paula: it is a business broadband service I**bleep**a: So I need account number or phone number for that business account. paula: ************ I**bleep**a: The number you have given me is a residential account and only for phone service. I**bleep**a: That is not a business broadband account number. paula: yes it has a business broadband service on it too paula: yes it is I**bleep**a: may I have the address on your business account? paula: ********************* I**bleep**a: Let me check. I**bleep**a: Paula I'm sorry to inform you that I'm unable to find your business broadband account as I don't have access to business account. I**bleep**a: Our business team can only help you with it. paula: ok thats fine thanks bye
